INACTIVE
Full-Time
Supervisor
Customer Service, US Vision Care
Posted on 11/15/2025
Bausch Lomb
Compensation Overview
$70k - $85k/yr
+ Incentives
No H1B Sponsorship
Rochester, NY, USA
In Person
Category
 Customer Experience & Support (2) |
|---|
| , |
Requirements
- Bachelor’s degree in a related discipline preferred or minimum of 7 years of progressive Customer Service experience, including at least 2 years in a supervisory or team lead role
- Ability to travel up to 15% as business needs require
- Proficient in project and process management; ability to drive operational improvements
- Strong written and verbal communication skills; able to interact with all levels of the organization
Responsibilities
- Lead and supervise a team of Customer Service Associates, ensuring daily operations run smoothly and align with department goals and service standards
- Maintain a strong floor presence to support employee engagement, deliver real-time coaching, and foster a customer-focused team culture
- Conduct regular 1:1 performance check-ins, monthly reviews, and mid-year/year-end appraisals to support employee development and accountability
- Provide coaching and, when necessary, implement performance improvement plans or disciplinary actions with professionalism and confidentiality
- Use incentive and recognition programs to celebrate high performance and reinforce desired behaviors
- Oversee employee training and cross-training, ensuring team members are fully prepared for their primary roles and compliant with all company policies and procedures
- Develop and maintain training documentation to support new hire onboarding and continuous process improvements
- Monitor team performance using dashboards and key metrics; analyze reports to identify trends, drive efficiency, and optimize service levels
- Manage team scheduling and approve payroll/timekeeping submissions in accordance with company guidelines
- Handle escalated customer issues and service complaints, ensuring prompt resolution and a positive customer experience
- Conduct quality assurance audits and provide coaching feedback on customer interactions to support service excellence
- Partner with HR on employee relations issues, maintain accurate employee records, and contribute to succession planning by identifying high-potential talent
- Coordinate and lead monthly team meetings, promote open communication, and support change initiatives and product launches in partnership with Sales, Marketing, and Compliance
- Participate in recruiting activities, conduct interviews, and assist with onboarding of new team members
- Serve as a Subject Matter Expert (SME) on assigned internal and external projects and contribute to broader continuous improvement initiatives within the customer service organization
Desired Qualifications
- Prior experience in the pharmaceutical or medical device industry is preferred
- Demonstrated ability to lead, coach, and develop a diverse team
- Strong interpersonal and relationship-building skills; approachable and collaborative leadership style
- Ability to manage conflict effectively and promote a positive team environment
- Proven team player with sound judgment and integrity
- Committed to delivering exceptional service and ensuring customer satisfaction
- Ability to maintain professionalism under pressure and during challenging situations
- Strong written and verbal communication skills; able to interact with all levels of the organization
- Understanding of organizational goals and ability to align team efforts with business objectives
- Proficient in project and process management; ability to drive operational improvements
- Demonstrated ability to handle confidential information with discretion
- Highly organized with strong time management and workload prioritization skills
- Results-oriented with a continuous improvement mindset
- Comfortable navigating change and acting as a champion of change management
- Ability to perform well in high-pressure environments and adapt to evolving priorities
INACTIVE